Specialist, Professional Services

Specialist, Professional Services, this role aligns to industry-level titles such as Delivery Manager.

Your Opportunity

• A full-time permanent role working 37.5 hours per week

• You will join our On-Demand Processing team which is part of the Qualification Processing Department.  The department consists of several areas which work together to deliver General Qualifications, Vocational Qualification and On-demand Qualifications. 
• The On-Demand Processing team are responsible for various processes, including the result resolution and closedown of results for paper based and onscreen tests, candidate malpractice, and the traditional processing and for series-based qualifications.
• You may be required to support all processing activities within the team as priorities dictate.

Your primary responsibilities

• Manage and lead on the processing of T Level Qualification assessment material from receipt to result, including paper based and electronic submissions
• Review and improve current working practices for tracking and monitoring progress by using various tools such as AI for example.
• Lead on the unmarked process (managing the receipt of material and sharing with examiners), marked process (monitoring the marking progress and capturing the marks, including Item Level mark data) and result closure activity for T Level qualifications including Post Result requests
• Ensure results are captured accurately and complete QA checks prior to result release
• Contacting centres, examiners, internal teams to ensure results are issued to Service Level Agreements (SLA) via Teams, telephone, email and video conferencing
• Capturing, building and monitoring MI manually whilst IT development is ongoing by utilising advanced Excel skills, including Power Query and complex formulas.
• Scoping requirements for future system development
• Leading and running meetings monitoring progress
• Effectively communicate and escalate key issues, or threats to SLA
• No direct reports, however performance monitoring and development of team members is expected.  Ensure a continuous improvement ethos drives the team throughout all areas and allow clear paths for team members to feedback improvements and changes to management. 
• Managing own workload and that of team members to ensure effective prioritisation
• Leadership of both permanent and temporary staff, monitoring team workloads to ensure all operations are completed effectively.     
• Training and development of staff members to develop a multi-skilled, efficient high morale team.
• Contribute to the key audit processes, assisting and providing information for audits
• Work in other areas of the business as required

Key Challenges

• Working towards tight and immovable deadlines
• The role requires a very high attention to detail even with tasks that may be repetitive
• Flexibility of working patterns during peak periods
• Ability to adapt to multiple/various IT systems
• Supporting various stakeholders from different teams
• Restrictions on annual leave during peak periods
• Processing and working instructions are kept up to date and follow regulatory requirements

Our Successful Candidate

You have advanced Excel skills and will be delivery and customer service focused with ability to communicate with influence, work with and lead others to achieve goals. You will deliver goals in a changing environment and take a creative and innovative approach to work while maximising potential for yourself and others.

Additional Competencies

• Attention to detail: Able to work accurately and have excellent attention to detail

• Methodical approach: Ability to concentrate and focus on meeting deadlines and objectives.

• Communication skills: Ability to comprehend and provide clear updates to colleagues and external customers.

• Teamwork skills: Ability to work positively with and lead other members of the team.

• Analytical skills: seek to understand the bigger picture and the impact of up and downstream activities.

Previous Experience and Qualifications

Essentials

• Advanced Excel skills, including Power Query and complex formulas as extensive spreadsheet use is required for this role
• Knowledge and previous use of SharePoint.

• Experience of leading/managing a process.

• Team leader/staff management experience.

• Working to set processes/work instructions

• Educated to A Level or equivalent in addition to English and Mathematics GCSE (grade C/4 or above) or equivalent 

Desirable

• Macro creation and execution within Excel

• Educated to Degree level

• Team leader/staff management experience.

• Communication skills from working with external / internal customers

• Previous experience and knowledge of working within an awarding body

If this role sounds like a good match for you, we’d love to receive your application. Please submit both a CV and a cover letter outlining how your skills, experience and motivation align with the requirements of the role.

Please note that a cover letter is required as part of the application, and applications submitted without one may not be considered.

If you require any reasonable adjustments or support during the recruitment process, please let us know and we’ll be happy to discuss how we can support you.

Your rewards & benefits   
We know you’ll do great work, so we give a lot back with some of the best benefits in the business. We know one size doesn’t fit all, so our workplace programs meet the different needs of our diverse teams, and their families too. 
Please see our attractive UK benefits here: Pearson Jobs – Benefits